Research
Everyday Services Study
Same flow, different words.
In one paragraph
Public services lose people in their wording, not their screens. The study holds every flow constant and changes only the register, plain or institutional, to measure what the words alone cost.
The distance
A form can be easy to finish and still leave people unsure what they agreed to. Most usability tests change the screen. This one changes only the words.
The working
Three simulated tasks: a bank transfer, a medical appointment and a driver’s licence renewal, in English, Spanish or Portuguese.Receiptthree tasks, three languagesEveryday Services Study designMethodBank transfer, medical appointment and licence renewal, in English, Spanish and Portuguese.Sourceeverydayservices.studyChecked Everyone sees identical flows. Half see plain wording; half see institutional wording.
No names, emails, IP addresses or device IDs are collected. The study is independent and has not been reviewed by a university ethics committee, as it states itself.
Take part
About 15 minutes, anonymous. Take the study, or read how it works.